In deciding whether to include an internal or external mediator, the argument in favour of internal mediators is their incorporation into the organizational environment, understanding of the context of the problem/dispute, and good knowledge of the organization and parties to the dispute. However, these advantages are also potential disadvantages because overly strong incorporation into the organization can compromise impartiality and noninvolvement.
Exactly the opposite is true for external mediators: the advantages of their objectivity and impartiality will have to be evaluated with regard to their insufficient knowledge of the organization, its processes and culture, and dispute/problem circumstances. Perhaps innovative solutions to this issue should also be explored, as it was in the case of a Slovenian organization that assigned the role of ombudsman (in the capacity of an internal mediator) to a retired employee. Retired employees combine the advantages of internal and external mediators: they know the organization well, but in their present role are probably sufficiently distant to possess the required independence and impartiality.
The success of the mediation process depends largely on the mediator's ability to enable the parties to the dispute to form mutual solutions and support their efforts. To this end, mediators must have certain personality traits (e.g., highly developed empathy and emotional intelligence), skills (e.g., of listening and understanding, and summarizing other people's thoughts), and expertise that they obtain through education and training. It is very important that mediators receive high-quality training, in which the training and education program must be adapted to workplace mediation. A general or basic education program is insufficient. Currently the most appropriate and well-tested education in Slovenia is organized by the Slovenian Association of Mediators (DMS). Practically all those actively involved in mediation in Slovenia are members of this association. The association has adopted its own code of ethics, and has a disciplinary and ethical committee, which is a precondition for meeting EU rules. Its president is Gordana Ristin, a senior higher court judge on the Higher Court of Ljubljana.
